[Term of the Day]: Software Defined Networking
Term of the Day “Software Defined Networking” Definition — What is an SDN? Software Defined Networking (SDN) is an architecture that gives networks more programmability and flexibility. In 2009, Kate Green from MIT Technology coined the term Software
[DidYouKnow-45]How to Auto Populate User Defined Fields(UDF) on a Ticket
One of our Community users has requested the following function in ServiceDesk Plus. When a user submits a ticket. The User Defined Fields (UDF - store users AD attributes), should get auto-populated on request additional fields based on the user who
How to handle automatic request status change based on user response?
We are running SDP build 10000 on Windows / MSSQL and are facing a challenge of keeping track of abandoned requests. Consider this use case: User opens new request without sufficient information Technician responds to request asking for additional info
Java and Request API
Hi, I am running some Java code that returns a JSON object from Requests API. If I request any more that 100 records, it only returns 100 records. If I run the same query through the api interface in Manage Engine ServiceDesk plus I get back the
Change request custom trigger
Hi, I'm working on a change request custom trigger that will send some of the change request details to a Teams Channel. I want to include the change requesters name in this but i cannot find this variable at all when reading the json file. Has anyone
[Term of the Day]: Data Governance
Term of the Day "Data Governance" What is Data Governance (DG)? Data governance is a process of identifying important data across an organization, ensuring it is of high quality, and improving its value to the business. It is like the WHO-WHAT-HOW-WHEN-WHERE-WHY
Add count of template usage
Hello, I need to add to the following query: select rtl.templatename "Plantilla", rtl.status "Estado", qd.queuename "Grupo de Soporte", cd.CATEGORYNAME AS "Categoría", scd.NAME "Subcategoría" from RequestTemplate_Fields rtf left join RequestTemplate_list
Need to be able to attach image or document to task templates
HI I know I can add an image or doc to a task. BUT I can't add an image or doc to a task template. Can you please add the ability to add a doc and or image to a task template? This would save us lots of work because we reuse the task templates they always
ServiceDesk Plus is now PinkVERIFY™ ITIL® 4 certified!
Hello there, We're excited to announce that ServiceDesk Plus has received the PinkVERIFY ITIL 4 certification for its Incident Management, Problem Management, Change Enablement, and Service Request Management practices. We are one of only five vendors
[Term of the Day]: Virtual Desktop Infrastructure
Term of the Day “Virtual Desktop Infrastructure” Definition — What is VDI? Virtual Desktop Infrastructure (VDI) is a desktop computing solution that extends Server Virtualization to the desktop. VDI was coined by VMware for its VMware server and
[Community Digest] ServiceDesk Plus - February 2021
Here is the monthly rewind for February 2021! Version and Build releases: We had 2 build releases 11139 (Released on 1 February 2021) 11140 (Released on 19 February 2021) check this link for more details. Product Highlights: Framework Upgrade Information
Data have not been completely synchronized in ManageEngine Analytics Plus due to an unknown error.
Hi everyone, Did anyone encounter the captioned issue? Here is the message that show under the Integrations - Advanced Analytics tab. The issue happen since upgrade the SDP+ to 11039. I'm recently upgrade to 11.1 Build 11140, but this issue remain existed.
[SDF-52086] Scheduling a task to run in the future
HI We have tickets with many tasks that we would like to schedule the task notification. We would like to setup an entire years worth of tasks and then have the support group get the task notification each month. Currently if we create tasks we can schedule
Request templates for technicians only, to speed up process of documenting repetitive requests
Does anyone use Request templates to make it easier for technicians to create and close tickets for repetitive tickets like unlocking active directory accounts? The Unlock Account template we have created has the status set to Closed by default because
[Term of the Day]: Universal Naming Convention
Term of the Day "Universal Naming Convention" What is UNC? Universal naming convention, also known as uniform naming convention, is a standard for identifying servers, printers and other resources in a network, which originated in the Unix community.
[SDF-44999] Be able to "Follow" or "Subscribe" to a Request
Hey, We would like a feature to be able to "follow" a request. For example; if you're not the technician that are working on the request, but still needs to take part of the replies, information or updates that are coming to the request. We would like
Request Custom Menu running PowerShell script from HTML
Firstly thanks to 'P Seshadri' for help in this post with out him this would not happen as Manage Engine told me multiple times that this is not possible. What is it: A way to present the technician working on a ticket a HTML form which they can fill out and on submit the server will run a PowerShell script to preform some action. Why: Presents a simple way to run PowerShell scripts to service desk and ensure that they are running the correct scripts. Scripts have access to contents of tickets such
Need to run a report for Assets with Missing Dates
How can I create a report to show all assets that do not have an Acquisition date, Expiry date, or warranty expiry date? This would help us check for missing data so that we can get it filled in.
Backup restore error in 11135
Hi, I want to restore backup file that generate with backupData.bat, but unfortunately I get error: Reason For failure: The INSERT statement conflicted with the FOREIGN KEY constraint "Resources_FK6". The conflict occurred in database "servicedesk3",
How to set approver by requester manually
I am designing a new service catalogue and I need to have a field to choose approver manually by requester, because approvers change from time to time and it is impossible to track them. What should I do in this matter?
[SDF-85898] Time spent percentage
Hi, I'm using last service desk plus version and postgresql database. My question: is there any way to obtain a report with time spent by category at day with percetage values and not hh:mm? I would like to obtain what time percentage my tech waste per
[Term of the Day]: Uptime
Term of the Day “Uptime” Definition — What is an Uptime? In the world of computer technology, Uptime is the time that a website or web service is available to its users over a given period. It’s a measure of system or service reliability and stability.
Accepted attachment types
We have recently noticed that when ticket is raised via email and there are attachments without extension attached to that email, the attachments are stripped from the ticket raised on service desk plus. Question is is this is a known problem and how
Is it possible to make it attachments mandatory before a service request can be subimitted?
Is there functionality available to make attachments mandatory before a request (using a template) can be submitted?
Change script to only include tasks from this month
The below script shows time spent by technicians on projects. I want to modify it to only show data from this (Current) month. What do I add in the script to do this? SELECT pd.projectid "Project ID", pd.title "Title", pd.projectcode "Project Code", aa.first_name
Time Limit to request Toners
Hi, I want to limit end users from requesting color toners for 5 months. I have a service in service Catalog to request toners but we have limited stock and need to make a rule preventing end users of requesting another toner unless 5 months period
Wrokspace not found! Please check weather the workspace exist
Hi, I integrated the SDP with Analytics Plus successfully two months ago. Two weeks ago I was faced with problems in this integration and I had to remove integration as manually by this query: update zohoreportsconfiguration set param_value=null where
Solution customization
Would like to have the ability to customize the images to always be best fit or at least have the option to set defaults for Solution images and formatting at the solution approver level.
Add Approver By Python Scripts after upgrade doesn't work
Hi I Upgrade SDP to 11.1 Build 11140 I work with this python script to add approver. But after upgrade it doesn't work. I think it about json v3. could you explain to me what can i do for add approver with python script? "I have not any error. and script
[Term of the Day]: Default Gateway
Term of the Day "Default Gateway" What is Default Gateway? Default Gateway, in internet jargon, is a term for a hardware node like a router that makes it possible for devices in one network to communicate with devices in another network. For example,
Change approve via email
HI Team, Is it possible to approve CRs different stages and CAB approval via email response? Also is it possible to restrict sending CAB recommendation before Planing Stage approve? Thanks Mostafiz
How to integrate two SDP to each other
Hi, I used SDP in my organization locally. Also some vendors used SDP on their server. Now I want to assign some request to vendors. Before That I used forward option inside of request and mail request and process by him. Do you have any better alternative
[Term of the Day]: Disposable Email Addresses
Term of the Day “Disposable Email Addresses” Definition — What is a DEA? Disposable Email Addresses are temporary accounts that have no long-term value to the owner. It can be quickly created and easily discarded after its purpose is fulfilled.
[Virtual MeetUp] Free Training on Handling Critical Incidents
We hope you and your family are staying healthy and safe! We are glad to invite you all for our 4th session of Virtual meetup, which is scheduled on 17th March 2021, registrations are open now. Kindly pick a suitable timezone and register today. 02:00
[SDF-60437] consumable or component
HELLO how i can add 2000 batteries that we bought to servicedesk plus? battery is a consumable product type, servicedesk plus can track consumable product type or i should add batteries as component ? Kind regards...
Sending template on change of Priority
Hi, I was wondering if there was a way to send out a template email to a client if the Priority of the ticket is changed? How do I do this? Thanks, Jareth
Changing Administrator
We recently had to switch to a new helpdesk due to a merger, but we want to keep the ServiceDesk around for archival purposes. We removed all the techs, except the default administator and my AD-linked account. I am still an Admin, but with the Free license
Links in Description not Functioning // Imported Plain Text Email
We receive some automated notifications to an email address that automatically import as a request. These notifications unfortunately are sent as Plain Text. When viewed in an email application, such as outlook, the links are automatically identified
[Term of the Day]: Cross-site scripting
Term of the Day "Cross-Site Scripting" What is Cross-Site Scripting? Cross-site scripting, also known as XSS or CSS, is a security vulnerability that occurs when a cyber attacker injects a malicious script - generally in the form of browser-side scripts
[SDF-83859] Scanning QR code to add assets in SDP
May I ask that whether SDP have QR code scanning instead of barcode scanning at the moment? If yes, if a client who already have their QR code in their assets, how to add them to the SDP asset management?
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